In this engaging discussion, guests Parul Bhandari, a customer success expert, and Jenny Calvert, a strategic leader in the field, join Lawrence Waldman to explore the evolving role of Customer Success Managers. They advocate for a proactive, CEO-like mindset in managing customer accounts and emphasize the need for internal alignment and adaptability. Key topics include redefining success, the challenges of customer churn, and the significance of genuine customer feedback. Their insights aim to foster sustainable growth and improve retention strategies.
